The Public Service Clerk, in the handling of complaints, shall adhere to and be responsible for the following procedure:
(a) Receipts of complaints, written, via e-mail, or verbal.
(b) Acknowledgment to the complainant of the receipt thereof, if received by mail.
(c) Investigation and report by the department affected shall show the name and address of the complainant (or, if reported and deemed appropriate by Ward Council, the name shall be listed as "resident of ward"), the date, time and nature of the complaint, as well as a follow-up statement of what had been done to take care of the complaint and the reason, if any, for the lack of service.
(d) Forwarding of one of the copies of the complaint to the department concerned, and retention by the Public Service Clerk of one copy in a file known as the open file, or if received via e-mail, to save appropriately on the shared drive that resides on the City server.
(e) If the subject of the complaint represents a danger of bodily harm to the public, investigation and correction by the department concerned shall commence within twenty-four hours. The subject of other complaints shall be addressed in a timely manner based upon priority. A written report regarding the status of the condition and any corresponding corrections shall be made for all complaints, with the date the corrections are completed.
(f) Report from the department concerned shall be entered on the duplicate held by the Clerk and shall be transferred to a closed file.
(g) Advise complainant of the report from the department concerned.
(h) A complete written report shall be furnished to the Mayor and each member of Council each week.
(Ord. 146-04. Passed 5-17-04.)